Topper tale

Im ususally happy with Take a lot. Understand that they have protocols to follow as does any business. Bought a Mattress Topper that was def NOT what I was expecting. Well of course you open it and put it on the bed, fluff it up as stated. Hell no, just like an expensive Mattress protector. Sent it back, they sent it back to me stating that they could not refund it as it had been used. How are you supposed to try this thing out, and see if it is perhaps okay. Under sheets etc etc etc. Buy lots from them but now very reluctant to do so.